Question 1

I didn't get a reminder before my session

Accepted Answer

This is most likely a notification setting rather than a bug — which reminders you get, and how far ahead, is configured by your institute and can vary. Check with your admin on exactly what's enabled for your role (see What notifications you might receive ), and ask them to turn on an earlier reminder if you'd like one.

Question 2

A student's attendance looks wrong

Accepted Answer

Attendance is tracked automatically based on who actually joins the session — but that automatic tracking can miss a student in one common situation: if they joined through a public or shareable link rather than logging into their own dashboard and clicking into the session from there. That kind of join isn't picked up automatically. If that's what happened, use the Mark Present checkbox on the attendance panel to correct it manually (see How attendance is tracked ). If attendance looks wrong for a different reason, flag it to your admin.

Question 3

My payout isn't showing up

Accepted Answer

Check the status shown next to that session in Payouts (see Reading your payout status ): Feedback Pending means you haven't submitted your post-session feedback yet — submit it and the payout should move forward. No Payout Set means your rate for that course hasn't been configured — this needs your admin to set up, not something you can fix from your side. If the status doesn't match either of these, or it's been stuck for a while, reach out to your admin.

Question 4

The Start button isn't clickable yet

Accepted Answer

The Start button only becomes active within a set window of time before your session begins — this window is configured by your institute. If it's greyed out, you're most likely just outside that window; try again closer to the session start time. If you're still unable to start once your session time has arrived, check with your admin, since this window is something they control.

Question 5

I'm having audio or connection issues in a session

Accepted Answer

If you're running into choppy audio, connection drops, or a session link that won't open, a few things are worth checking first: Browser choice matters. Chrome and Firefox are the most reliable browsers for joining sessions. Safari can occasionally block Zoom links from opening properly, so if you're on a Mac and having trouble, try Chrome or Firefox instead. On a laptop or desktop , joining through the actual Zoom app (rather than staying in your browser) tends to give better audio quality and a more stable connection than the browser-based version. If Zoom is installed, let the link open int

9. Troubleshooting

I didn't get a reminder before my session

A student's attendance looks wrong

My payout isn't showing up

The Start button isn't clickable yet

I'm having audio or connection issues in a session